Join - Implementation Specialist
Mission
Join is seeking an Implementation Specialist to shepherd our newest customers through the most critical stage of the customer journey. You will partner with our Account Owners to quickly understand how a customer’s organization is structured, build partnerships with key stakeholders, conduct training to educate new users and project teams, and help the customer navigate changes necessary for the successful adoption of Join. A successful Implementation Specialist will leverage a consultative approach coupled with excellent time and project management skills to drive a portfolio of customers towards value realization with Join.
Summary
A successful Implementation Specialist will lean on their product and industry knowledge to ensure customers start their journey with Join off on the right foot. This includes understanding of where Join fits into their business and its potential for impact to drive value to the general contractor, construction manager, the owner and the design team. They will confidently demonstrate Join with expert level understanding and provide real-time advice to proactively lead the customers through training sessions (real-time, asynchronous and ad-hoc consultations). Responsibilities will include but are not limited to leading end-user training, coordinating activities with Join’s internal and external customers, monitoring user activity and driving customer usage.
To achieve this, you’ll tailor the approach to each customer’s needs by strategically leveraging your own industry knowledge, Join’s Industry experts, and the Account Owner’s relationship to provide an amazing customer onboarding experience. You will need to balance driving consistent Join implementation processes while tailoring to match the customer’s current business needs and timing. A strong sense of urgency and proactiveness is required to remove barriers to customer onboarding before they manifest while maintaining a positive, calm and professional experience.
This role requires excellent project and time management skills and regular communication across multiple internal and external teams. You should enjoy rolling up your sleeves, be naturally curious, have a positive “can-do” attitude, and be comfortable working alongside a dynamic team in a fast-paced, cross-functional environment.
Join is currently at a phase where new customer acquisition and implementation are a primary focus. Over time, this role may have the opportunity to expand its responsibilities beyond the implementation phase and into other phases of the customer journey based on business needs and proven success.
Competencies
Executive Communication
- Strong empathy for customers and other project stakeholders with a passion for project management and organization
- Deep understanding of value drivers and establishing consistent processes
- Trustworthy; a respected member of the team who is willing to do whatever it takes to build trust amongst the group
- Ability to communicate effectively with geographically dispersed teams
- Adept at communicating up, down, and across an organization to proactively inform key stakeholders in the format best suited to the audience
- Demonstrated confidence in speaking in large groups (10-40) in both virtual and in person settings
Technical Expertise
- Ability to quickly understand technical challenges, troubleshoot in real time and provide real time solutions to the customer
- Demonstrated intellectual curiosity into how things work and the ability to share simplified explanations to the customer
- Passion for technical process improvement where you not only solve the problem at hand but also work with product development in a proactive manner to improve the product for future optimization and customer adoption
- Clear habit of learning, insatiable desire to improve professionally
- Willingness to grow and take on responsibility beyond the initial implementation phase
Independent / self-starter
- Need to be able to pick up where things are quickly and lead the company or customer to a solution
- Self-motivated and driven individual skilled at both planning your own work as well as project managing the implementation process with new customers in a hands-on and real time manner
- Biased towards action and proactive in planning with the client (external customer) and internal customers (sales team, product support and product development) with strong interpersonal skills both internally (across teams) and externally with customers
- Able to identify the best internal resources at your disposal to lead a customer to their business outcomes
Attention to Detail
- Ensures consistency in customer implementation experience, while looking for opportunities to improve the implementation process
- Excellent written, verbal, and presentation skills
- Skilled at creating and leading slide decks in a virtual setting
- Proactively log issues, conversations and follow up actions in various applications to support superior customer services and future analytics
Experience
- A demonstrated track record of effectively working across all levels of an enterprise business (administration through executives levels)
- 5 years of Commercial General Contractor (GC) experience (or 3 year experience with a GC with an undergrad degree in construction )
- 2 years of GC estimating or 3 years of 3rd party cost consulting experience
- 2-3 years experience managing the cost estimates and budget reconciliation process across multiple phases of construction (from early programming through design and final contract award) with several projects over $50M (single project value) in volume
- Experience with collaborative project delivery (TVD, IFOA, CM at Risk, Design Build)
- Experience managing software implementations, including onboarding training for both individuals and mid-size groups
- Must be comfortable with technology and integrating it into business processes
- Able to communicate the value of software on the construction process
- Experience with Hubspot (or a similar CRM) and Totango (or similar Customer Success platform) is a plus
Other Requirements
- Ability to juggle multiple client demands across different US time zones and being consistently available for real-time training and support Monday through Friday 8am - 5pm Central or Eastern Standard times
- Domestic Travel up to 25% depending on customer demands may be required
- Remote position
Salary Range
- The total compensation for this position falls within the range of $100,000 to $140,000 annually. Actual salary will be determined based on qualifications, experience, and internal equity considerations. In addition to salary, we offer a comprehensive benefits package.
